Customer Service Representative

MicroSourcing; Manila; On-site; PHP 334,800 - 446,400; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing in Metro Manila, Philippines is seeking experienced Collections & Customer Service Representatives to manage past-due accounts, negotiate payment plans, and perform skip-tracing while delivering exceptional service. The role requires strong negotiation, communication, and conflict-resolution skills in a fast-paced environment.

Join a hybrid, full-time setup at Eastwood, Quezon City, with night shifts and competitive rewards including health coverage and performance bonuses.

Qualifications

• Previous collections experience is required.
• Call center or customer service experience preferred.
• Strong negotiation and persuasion skills.
• Excellent verbal and written communication skills.
• Proven conflict-resolution abilities.
• Knowledge of collections best practices and compliance requirements, including FDCPA.
• Ability to manage multiple tasks and work efficiently in a performance-driven environment.

Responsibilities

• Contact customers regarding past-due accounts through outbound and inbound calls.
• Negotiate and secure payment arrangements to resolve outstanding balances.
• Perform skip-tracing to locate customers and update account information.
• Manage assigned work queues and follow-up activities.
• Maintain accurate documentation of customer interactions and payment commitments.
• Resolve customer concerns professionally while preserving positive customer relationships.
• Ensure compliance with FDCPA and other applicable financial regulations.
• Meet productivity and performance targets related to collections and customer service.

Skills

Collections experience

Call center experience

Negotiation

Communication

Conflict resolution

FDCPA knowledge

Multitasking

Spanish ability

Compliance knowledge

Tools

Skip-tracing tools

CRM systems

Collection software

Job description

Position Overview

Discover your 100% YOU with MicroSourcing! Position: Customer Service Representative

Work Setup & Location

• Metro Manila, Philippines
• Full‑Time
• Hybrid
• Night shift | Hybrid
• Location: Eastwood, Quezon City
• 30,000-40,000 PHP / Month

Why join MicroSourcing?

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time‑off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company‑sponsored events and activities.
• Work‑Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Position Summary

We are seeking experienced Collections & Customer Service Representatives to join our team. The ideal candidate will be responsible for managing past‑due accounts, negotiating payment arrangements, conducting skip‑tracing activities, and delivering exceptional customer service while maintaining compliance with all applicable financial regulations. This role requires strong communication, negotiation, and conflict‑resolution skills, along with the ability to work effectively in a fast‑paced collections environment.

Key Responsibilities

• Contact customers regarding past‑due accounts through outbound and inbound calls.
• Negotiate and secure payment arrangements to resolve outstanding balances.
• Perform skip‑tracing to locate customers and update account information.
• Manage assigned work queues and follow‑up activities.
• Maintain accurate documentation of customer interactions and payment commitments.
• Resolve customer concerns professionally while preserving positive customer relationships.
• Ensure compliance with FDCPA and other applicable financial regulations.
• Meet productivity and performance targets related to collections and customer service.

Required Qualifications

• Previous collections experience is required.
• Call center or customer service experience preferred.
• Strong negotiation and persuasion skills.
• Excellent verbal and written communication skills.
• Proven conflict‑resolution abilities.
• Knowledge of collections best practices and compliance requirements, including FDCPA.
• Ability to manage multiple tasks and work efficiently in a performance‑driven environment.

Preferred Qualifications

• Spanish‑speaking candidates are highly preferred.
• Experience with skip‑tracing and debt recovery processes.
• Familiarity with collection software and CRM systems.

Core Competencies

• Professional phone etiquette
• Team collaboration
• Customer‑focused mindset
• Attention to detail
• Problem‑solving skills
• Time management
• Accountability and reliability

Key Performance Indicators (KPIs)

• First Call Resolution (FCR)
• Average Handling Time (AHT)
• Phone adherence and time management
• Right Party Contact Rate (RPC)
• Promise‑to‑Pay (PTP) conversion rate
• Collection recovery results
• Compliance and quality assurance scores

Equal Employment Opportunity

MicroSourcing embraces diversity and reflects an inclusive culture that values every individual’s contribution. All employment decisions are based on qualifications, merit, and business need.